IBM Support

MaaS360 iOS Enrollment: Encryption Key is not valid

How To


Summary

You may see the following error when enrolling an iOS Device into MaaS360 using the Apple DEP Program.

Error: "Encryption key is not valid. Please contact your administrator."

This error occurs when there are issues decrypting information required to complete enrollment. It can occur when a DEP Token is invalid, changes are made to the DEP Profile, or required servers are unreachable. Attempt the following steps to enroll the device successfully.

Steps

  1. Verify your DEP Token is valid.
    1. MaaS360 > Devices > Enrollments > Other Enrollment Options > iOS > Apple Device Enrollment > Tokens > Tokens.
  2. Confirm your APNS Certificate is not Revoked or Expired.
    1. Go to Apple's Push Certificate Portal.
    2. Sign in with your organization's Apple ID. 
  3. Confirm the correct DEP Profile is Assigned to the Device.
    1. Assigned: The profile is assigned to the Device.
    2. Unassigned: The profile is not assigned to the Device.
    3. Pushed: The assigned profile is applied to the Device.

    4. View the Apple Device Enrollment Program (DEP) records in the MaaS360 Portal.

  4. Reboot the Device and try again. 
  5. Attempt to Enroll using Cellular or a different WiFi connection. 
  6. Complete an iOS Recovery Restore.
    1. iPhone
    2. iPad
  7. Contact Support.

Document Location

Worldwide

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Document Information

Modified date:
15 May 2024

UID

ibm17145006

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